18 Dec 2025 · RemovalReviews
1.0 out of 51.0
Over-promised and under-delivered. Would not recommend.
We paid a deposit and from the very start things were unreliable. Boxes were promised on two separate occasions and never turned up. When I raised concerns about how I could trust them to arrive on moving day, I was reassured repeatedly that removals are different, teams are allocated separately, and everything would be fine.
Moving day itself was incredibly stressful. ETA was 9-9:30am. We received multiple texts saying “on the way” and “10 minutes away.” Half an hour passed — no arrival. More messages followed saying it wouldn’t be long. Eventually I received a call that came across as arrogant and dismissive. I was told we were stressing, there was no apology, and that arrival times are “just estimates.” I was also told, “Anyway, you haven’t paid,” despite the £100 deposit already being paid (which they had incorrectly listed as £50 on the invoice — I had to send proof). I made it clear the balance would be paid once the team actually arrived.
I was then sent a tracker showing the van was probably 50 minutes away, despite being told “10 minutes.” By this point it was 10:30am and I was in tears, ringing other removal companies on completion day.
We were originally quoted two vans, then reassured one would be enough. We were told the van was “big enough,” that we had “good lads,” and that I needed to “calm down.”
They finally arrived at 11:15am.
To be clear: the lads themselves were lovely — polite, helpful, and hardworking. When I asked why they were late, they explained they had been made to unload another van before they were allowed to leave.
However, this company is supposed to remove stress — not add to it, its the first time we have used a removal firm to help and make it easy! My husband, his father and I had to help load and unload to avoid the job running into the night. We exchanged at 12pm, buyers were waiting for keys, and time was critical.
Despite being told one load would be enough, it wasn’t. The garage hadn’t been touched, garden items were left, and there were still bits in the house. A second full trip was needed. The team finished at 6:15pm — and that’s only because we helped. Otherwise this would have gone on until very late. Our buyers were given their keys at 6.30pm!! Thankfully my husbands mum had cleaned it throughout the day ready for handover!
The lads also weren’t properly equipped — no trolleys, no lighting once it got dark. They were incredibly grateful for our help, which says a lot about how stretched and unsupported they seemed. They were great lads — polite, hardworking, and likely underpaid and pulled from pillar to post.
Unfortunately, dealing with James was the opposite experience. Rude, arrogant, dismissive, and never once took responsibility when things were clearly going wrong.
Good removal men. Poor management. Appalling customer service.
I don’t think I’ve ever dealt with someone so rude when they were so clearly at fault.
Avoid like the plague
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